Failure to honor Customer Service promises

ComplaintsSatellite and Cable TV ProvidersDirect TV

Complaint

0
URBudd
Country: United States
I signed up via telephone for Direct TV in October. I was told by the company's representative that my bill would be full price (57.99 + tax) for the 1st two billing statements and then the promotional rate (34.99)would begin with the 3rd billing cycle. When the rate stayed the same I called to inquire and was told that I had to submit a "rebate request" for the promotional rate to become effective. When I told the CSR that I was NOT told this when being enrolled she told me that she would pass along my complaint and that I would get a resolution in 7 to 10 business days. 19 days later I receive a letter stating that I would not get the promo rate. Again, I called in and was told by a CSR and a Supervisor that once the 60 days has passed "no one can make changes". I was also told by the Supervisor that if I wanted to persue this further to do so in writing and not to call back.

There are NO such things as "no on can make changes".

Comments

  • 0
    Matt
    This is the EXACT same thing that's happened to me. When I signed up for the service on the phone, the rep "took care" of filing for the rebate for me. I was told that my second bill would reflect the promotional rate (34.99). When I got my second bill and it was still $60+, I called "customer service" and they told me that they had no record of my having applied for the rebate. When I asked what I need to do to get the rate, they once again told me that they'd "take care" of it for me. When I asked how long it would take to get the promo rate, they said it would take ANOTHER 6-8 WEEKS!!! I asked to speak to a supervisor, but was told there weren't any available. When I asked why it was going to take 6-8 weeks, I was told that it was the "corporate office" that handled that, and that the Customer Service area had no control over it. So, I asked for the phone number for the corporate office. Guess what.....they didn't have a record of it at the Customer Service center?!?!?!?!

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